Amazing Business Radio

Top Takeaways: -      While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity. -      Many hoteliers (and businesses in general) spend a fortune on advertising and little to no investment of time or energy in inspiring empowering their team to top performance. -      Teach GMs and department heads to start in...

Top Takeaways: -      The reality of today’s digital world is that the transformation of technology is never done. Therefore, all companies need to continuously change and pivot to keep up with their customers’ expectations and the rest of the business world. -      A lot of companies may have an intuitive belief of where their customers are in terms of their needs, expectations, and pain points....

Top Takeaways:-      Some businesses such as a healthcare practice or provider, do not have a product that the customer touches. Instead, it’s all about selling the entire service experience to their customer. -      Remember to manage the Moments of Truth: any time a customer comes into contact with any part of your business they have the opportunity to form an impression. -      Words are very p...

Top Takeaways:-      The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered. -      One of the most important things you can do every day is huddle with your team. Meet together and talk about your culture and company values daily. -      The number one reason people leave their jobs is because they are not feelin...

Top Takeaways:-      Influencer marketing is a way to add to your customer journey. It starts with social media. One of the first things customers look at when exploring a brand is their social media presence. -      Influencer marketing enhances customer experience through people, visuals and content that are relatable, unlike traditional ads made in a studio. -      A strong, influential social...

Top Takeaways:-      Web accessibility is required by the law for almost every business in the United States. -      According to the CDC, 26% of American adults are living with some form of a disability, and it’s up to American businesses to make sure that all their public spaces are accessible to everyone. -      Accessibility cannot truly be widespread until it is affordable, simple enough for...

Top Takeaways:-      Personalization has been and continues to be the big buzzword in the world of customer experience. -      In just a matter of a few months, COVID-19 forced businesses 2-3 years into the future of digital commerce and digital customer experiences. -      COVID-19 has also affected the way customers shop, especially with grocery stores, which saw a 300% increase in online purcha...

Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort. That’s convenience! A perfect omnichannel experience allows a customer to start a support conversation through one channel and finish the same conversation in another without having to repeat information. Kustomer has found that 77% of customers expect their prob...

Top Takeaways: -      Scott Harris defines creating ‘wow’ as helping your customers always get more out of CX and going over and above in delivering for your customers. -      If you wait until the end of an interaction to survey your customers, you are essentially surveying the memory of an experience. -      CX for years has been about collecting and analyzing data to make great business decisio...

Top Takeaways: -      Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real-time. -      Abusive behaviors from customers do exist and companies need to be more aware of these harmful interactions. -      Of the 82 million customer interactions CallMiner examined, just under 50% of those interactions had some form or mention...

Top Takeaways:-      Companies and brands are connecting in new and different ways. -      The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand. -      Next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers across every channel empowering the...

Top Takeaways:-      There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a customer-centric culture. The other half is the people in the trenches, who connect those leaders and companies with solutions. -      Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is al...

Top Takeaways:-      If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it. Ask yourself, “Is this a gift or a promotional item?” -      In today’s world, there is so much mass digital communication—emails, texts and more. That makes a handwritten note stand out even more. -      When someone receives a handwritten note, they are more likel...

Top Takeaways:-      Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction—it’s about an emotional connection with your customers. -      There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. -      In order for leaders to be truly customer-centric...

Top Takeaways: -      You may not always be able to keep doing things the same way you have always done them, especially under time constraints. The ability to adapt is crucial. -      Difficult, frightening and challenging times can become opportunities to really shine as a brand and as a company. -      Show appreciation to your customers! Call them to thank them for their recent purchase withou...

Top Takeaways:-      Customer success and customer support are related, but different. Customer success is about proactively helping customers to get the most value out of a product or service, while customer support is about reactively solving customer issues. -      Almost every company today is seeking ways to build and deliver connected customer experiences using technology. Having an online b...

Top Takeaways:-      Customer service is what ties all other aspects of a business together. It is the marriage of sales, marketing, product management and more. -      Customer success and customer service are not the same, but they are closely related. Success is about proactive outreach, whereas service is reactive. But they are both part of creating a great customer experience. -      Never le...

Top Takeaways:-      Now more than ever, it’s incredibly important to pay attention to your digital customer experience. Most organizations have made the move to virtual, and all should understand how their customers are connecting with them. -      The COVID-19 pandemic has accelerated what was already starting to happen in terms of technology. We have been thrust 3-5 years into the future. -    ...

Top Takeaways:-      The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor. -      Customer service training is your most valuable asset. It is always worth investing in. -      More often than not, customers leave companies due to a lack of transparency or authenticity. -      An amazing customer experience can translate directl...

Top Takeaways:  No matter what you’re selling, there will always be certain conditions of satisfaction. These will vary from situation to situation, but the basic underlying principle will always be the same: Does it meet the customers’ expectations?  Get in the habit of having frank, transparent conversations with your customers. Communication is key!  Customer service is all about engagement. Th...

Top Takeaways:-      First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally. -      Customer ratings and reviews can be a powerful employee motivator. If they know their performance will be graded, they may strive harder to achieve good results. -      It’s important to ask for feedback or reviews while the exp...

Top Takeaways:-      Don’t fall into the trap of thinking your service is “good enough.” “Good enough” service is never good enough. -      Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers. -      Companies must utilize AI and technology alongside a human elem...

Top Takeaways:-      Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your culture. -      The first thing you do should be to define your company’s culture and values. Do this early on with intention instead of waiting for it to happen accidentally in the future. Be specific about what your values are. -      Assemble a team of your...

Top Takeaways:-      Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale. -      When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology. -      Lose the mindset of customer service happening only in call centers and contact centers. Go broader, and...

Top Takeaways:-      To understand Generation Z as consumers is to understand the future of your (and every) business. They are the fastest growing generation in the workforce, the number one generation of consumer trendsetters (they even influence Baby Boomers!) and the most likely to write positive things online and recommend brands to others. -      The oldest members of Gen Z are 25 and most o...